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Support Recover to factory settings problem Nexus 5X

Discussion in 'Android Help' started by kledder, Sep 9, 2016.

  1. kledder

    kledder Lurker
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    I sold my Nexus 5x and I forgot to do a factory reset and I already shipped the phone to its new owner. Then, during transit of the package I used Android Device Manger (online webpage) to 'wipe' the data off the phone.

    I figured problem solved but now the new owner has contacted me and he's saying the phone is aksing for my credentials. Even after doing a factory reset with using the physical buttons.

    Is there any way to reset the phone back to its factory settings without him having to ship the phone back to me? I could really use your help on this.
     

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  2. FilocJD

    FilocJD Newbie
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    Hmm. Odd to see that it won't reset without the user credentials. If this was done right it should hard reset without having any of that information. Send this to the new owner so that you can ensure it is being done correctly by the new owner. However, if you can try to reset it again (OTA) again and him let you know the status. Other than that, there's no other way.

    If this cannot be done by the new owner, then it could be a user error if they're not able to do this correctly.
     
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  3. kledder

    kledder Lurker
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    Thanks for the info. I already sent him a youtube link on how to do that step by step but apparently it's not working. Maybe the guide you linked to works better.
     
  4. Bg260

    Bg260  
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    Did you have a password protected lockscreen set? Ever heard of FRP?
     
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  5. FilocJD

    FilocJD Newbie
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    If your Google account is linked to it, definitely follow the link Bg260 posted. This will unlink the account(s) from your device for the new owner to use. Nice share Bg260!
     
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  6. kledder

    kledder Lurker
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    The guy just told me he got it working using this tutorial:
    [MOD REDACTED]
    Thanks for the help guys.
     
    #6 kledder, Sep 9, 2016
    Last edited by a moderator: Sep 10, 2016
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  7. Bg260

    Bg260  
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    When first signing in to a Nexus device the last question in setup wizard asks if you want to set a secure lockscreen. If you choose yes then FRP is set up by default.
     
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  8. Bg260

    Bg260  
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    Glad you got it.
     
    #8 Bg260, Sep 10, 2016
    Last edited: Sep 10, 2016
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